Help Desk Technician

Goodheart-Willcox Publishers•Tinley Park, IL

6h•$50,000 - $60,000•Onsite

About The Position

Goodheart-Willcox Publisher, Experts in Career and Technical Education (CTE) and an employee-owned company, is seeking a Help Desk Technician. This is an excellent opportunity for an early‑career professional to learn, grow, and develop in a supportive environment. The Help Desk Technician will serve as the first line of support for company-wide technology needs. This role is responsible for providing timely, effective troubleshooting and assistance to end users across a variety of IT systems and devices. The ideal candidate is a motivated self-starter with a proactive personality, who is able to work independently or with a team, and able to comfortably work in a fast-paced environment. This position will be on-site five days per week in our Tinley Park, Illinois office. Our compensation is market based and takes into account a variety of factors including the candidate’s skill set, experience level, internal equity, and location. For this position, we anticipate the starting salary falling between $50,000 and $60,000 per year. In addition, the company makes a 10% contribution to the Employee Stock Ownership Plan and a 4% matching contribution to the 401(k).

Requirements

Formal IT education required, however, completed IT Certifications with experience relevant to the position will also be considered.
Recent IT internship (3+ months) or recent prior help desk experience required.
Basic networking knowledge and experience required.
Office 365 experience, including deployments, end user support, and troubleshooting required.
Exposure to Active Directory required.
Hands-on experience with computer hardware and components, including troubleshooting and parts replacement.
Experience with Windows based operating systems, along with a broad range of software applications.
Familiarity with performing software installations and using remote meeting software.
Excellent problem solving and analytic skills.
Strong verbal and written communication.

Responsibilities

Assist in-house and remote users with various hardware, software, and cloud-based IT support requests.
Support, manage, maintain and/or repair all end-user devices, such as PCs, laptops, phones, scanners and printers.
Document and track technical problems to ensure timely resolution and prevent the reoccurrence of end user issues.
Perform computer reimaging, including formatting hard drives, reinstalling operating systems, applying updates, and installing drivers to meet department specifications.
Perform software and hardware installations and maintenance.
Prepare computers and computer equipment for end users, including account setup and software installation.
Train end users as necessary on proper use of IT software and equipment.
Research potential software solutions as needed.
Review and maintain inventory of IT assets.
Identify trouble ticket trends, escalate identified problems to supervisory personnel and perform problem management to ensure problems are addressed in a timely fashion.